Industry: Customer Service
Lead a team of 5 customer support staff to manage day-to-day operation of overseas (within SEA country) Cali Centres Live Support/ Facebook/ Emails.
– Setting defined KPls for the team
– Establish high level of service standards and customer satisfaction (service recovery, handle complaints, issues and feedbacks) for overseas service team.
– Develop and improve processes to increase efficiency and improve quality on individual in the team, as well as, as a team, and overall management.
– Analyze feedbacks/complaints provided by the client for improvements in any business unit
– Provide training and ensure the skills/knowledge of the customer support staff well equipped
– Monthly Call Service Report — data for decision making (i.e. call volume, types of enquiries, staff’s engagement etc.)
– Produce excellent customer support page contents
– Diploma and above in any field.
– At least 2-3 years’ experience in customer service area making sure of customers’ satisfaction and quality of service in industry such as, E-commerce, Online Marketing, or any other similar industry is a highly advantagous.